Job Title: Customer Success Manager

Job Location: 100% Remote role in Mexico

Roles and Responsibilities

Responsible for ensuring that our business customers achieve their desired outcomes while using digital products and solutions, driving customer satisfaction, and fostering long-term

relationships. Customer Success Manager (CSM)

Activities

Responsibilities

Customer Relationship Management & Engagement

Serve as the primary business point of contact for daily sustain operations

Understand business goals, and challenges, and provide tailored support and recommendations

Create and Socialize Transition to Sustain plan to transition products/features/capabilities from development to sustain post-Hypercare

Guide new business clients through the Sustain onboarding process, ensuring a smooth transition to sustain

Monitor and respond to customer inquiries through various communication channels

Help customers maximize the value of our products by identifying opportunities for process improvements and additional feature utilization

Product Knowledge & Understanding

Understand the features within a product and the future product roadmap

Stay updated on the latest product trends across the industry.

ServiceNow Setup for Incident Management

Gather Business Criticality for the product and set in ServiceNow

Setup ServiceNow for Business Application, CI and Assignment Groups

Train call center reps for using ServiceNow for Incident Management lifecycle

Incident Management and SLAs

Define E2E support incident management process flow for a Product

Partner with operations leads and sustain teams to ensure incidents are resolved with SLA.

Partner with Site Reliability Engineer (SRE) to help triage Incidents and assign Incidents to the respective support team

Govern incident resolution process to ensure SLAs are met with proper RCA provided by the L2/L3 support team

Analyze incidents to identify trends, successes, and areas for improvement and open problem tickets and enhancement requests accordingly.

Communication and Reporting

Communicate and collaborate with the Call center, Sector reps, Business Admins for providing the Incident status, Incident closure communication

Send daily incident reports, creating bi-weekly leadership incident reports, Monthly Incident reports and present it to the Leadership team

Create the Roadmap for the Activation of Incident Management based on the Market deployments for the Products

identify Product Improvement areas and work with the Product team to create the backlog item as a future product capability